Due to the increasing service component of information technology, service quality measurement has become increasingly important as IS practitioners attempt to increase service quality to customers. The measurement of service quality in IS evolved from the research done in marketing literature. The SERVQUAL instrument has evolved to become the most commonly used measurement instrument in both IS and marketing. Although commonly used, SERVQUAL instrument is not without criticism. This paper describes the SERVQUAL instrument, its criticisms and support, and finally the SERVPERF instrument, a variation of the SERVQUAL instrument which is an attempt at improving upon the SERVQUAL instrument.
"linioj-maition Systems Service Quality Measurement: The Evolution of The SERVQUAL Instrument,"
Journal of International Information Management: Vol. 13
, Article 4.
Available at: http://scholarworks.lib.csusb.edu/jiim/vol13/iss3/4